Escalation process

[Roshni1]

I have a requirment to change the existing escalation process from - once a user requests an escalation and task gets created and assigned to ServiceDesk and an email is sent to managment. 

New process: 

User requests escalation an email will be sent to the requestors manager for approval. they will email approval which will log in the ticket. 

If approved then a task is created. 

I have updated the notifications but I am not sure how the tasks are being created as there is not flow created for esclation.  Is it a business rule or UI Action?  IF so then do I need to update that first before I can get the new process working? 

[Dr Atul G- LNG]

Hi @Roshni1 

If there is no flow in place, you can use a Business Rule (BR) to trigger task creation once another user escalates and the request is approved.

However, I would recommend building a Flow, as it’s a more scalable and maintainable low-code solution.